Achieve simplicity with an interactive tool that enables users to fully control their inbound and outbound communications.
The Contact Wizard is a cloud-based, easy-to-use platform with a self-service feature set, making contact centre functionality available to and affordable for small and medium businesses.
This product comes with a whole host of features and associated benefits, as follows.
Omnichannel solution
Manage inbound and outbound voice, web chat and email through one portal.
Intelligent routing
Prioritise callers or specific queues and choose who your callers speak to; maybe the agent who has been idle the longest, the agent most skilled to deal with the call, or the agent your caller spoke to previously.
Queueing with ring-back wizard
Create a virtual waiting room and allow callers to hold their position by requesting an automated front-of-queue call-back.
Integration
Connect with your in-house customer relationship management platform and take advantage of inbound contact recognition, record popping and the ability to quickly update records with the recipient’s number. Outbound features including click-to-dial.
Automatic campaign dialling
Save time by utilising the system’s auto-dialling feature to call through a list of relevant contacts with extendable wrap-up time in between calls.
Reporting and analysis
Access real-time and historic call monitoring and a full complement of management reports with unlimited wallboards included. You can also analyse call volumes and agent activity levels, and see and return lost calls.
Platform control
Use the easy-to-manage, intuitive portal to access and apply the features you need when you need them. Create users and update call routing as required.
Facilitate flexible working
As this tool is web-browser-based, it can be accessed securely from anywhere with an internet connection.
What next?
To find out what else the Contact Wizard can do and how it can be tailored for your requirements, please get in touch!
Please do not be put off by the fact that you may be in contract with another supplier as we can work with you if you wish to improve your solution.
